Adobe Campaign

Adobe Campaign Client Care Handbook

Version 9.0 December 2015

 Table of Contents
Adobe Campaign Client Care Handbook ............................................................................................ 1
1 Technical Support Overview ......................................................................................................... 3
1.1 Role of support ...................................................................................................................... 3
1.2 Support Offerings .................................................................................................................. 4
1.3 Handling Support Requests .................................................................................................. 4
1.4 Contacting Adobe Campaign ................................................................................................ 4
2 Support Organization ..................................................................................................................... 6
2.1 Overview ............................................................................................................................... 6
2.2 Support Team........................................................................................................................ 6
2.3 Escalation of Issues .............................................................................................................. 6
3 Adobe Campaign Support Process .............................................................................................. 7
3.1 General support information.................................................................................................. 7
3.2 Types of Issues ..................................................................................................................... 7
3.3 Submitting an issue to Adobe Campaign .............................................................................. 8
3.4 Viewing Status or Updating a Support Issue ........................................................................ 9
3.5 Issue Resolution .................................................................................................................... 9
3.6 Status Definitions ................................................................................................................ 12
3.7 Progression of Issues .......................................................................................................... 13
3.8 Customer inactivity .............................................................................................................. 13
3.9 Handling exceptions in the process .................................................................................... 14
4 Adobe Campaign Support Commitments .................................................................................. 15
4.1 Response times .................................................................................................................. 15
4.2 Remote maintenance program............................................................................................ 16
4.3 Adobe Campaign Self Help ................................................................................................. 16
5 Best practices ............................................................................................................................... 17
5.1 A checklist before calling ..................................................................................................... 18
6 Appendixes ................................................................................................................................... 19
6.1 Appendix One - International contact details for Adobe Campaign Support ...................... 19

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 1 Technical Support Overview
This document outlines the Adobe Campaign Technical support organization and provides information
on when and how to request product support and assistance from Adobe Campaign. It also outlines the
process that customer tickets go through when they are reported to Adobe Campaign Support, and
what each priority, severity, and status means in the context of that process.

Note:
This document is provided for informational purposes only and is subject to revision without notice.
Under no circumstances may it be considered as having contractual value. Please refer to your
maintenance agreement for detailed and particular conditions.

1.1 Role of support

Adobe Campaign Support is committed to providing Adobe Campaign customers with exceptional
support; to resolving issues and providing best practices on technical operations. This includes
providing the following key services :

Qualifying support requests

Sharing guidance and information on best practices for product usage.
Providing intermediate solutions (as defined below)
Escalating product defects to engineering department.
Detecting implementation problems and working to address the issues with our best effort.
Providing product fixes when delivered in maintenance builds.

Support services are provided for all types of deployment architectures: fully hosted, on-premise, and
hybrid. They include the following key points:

Multiple channels of contact (phone, email, online portal)

Formalized escalation channel for existing issues.
Formalized organization, tools and processes
Provision of a Service Level Agreement
English-language support at all levels
Comprehensive documentation
Online Resource Center

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 Support Offerings
1.1.1 Support Plan Offerings
Please refer to our Digital Marketing Cloud Support website for the most up to date details on our
support plans.

In addition to our support plan offerings, we also offer other levels of support service in our premium
services team. More details can be found here.

1.2 Handling Support Requests

1.2.1 24 x 7 x 365 coverage

Our 24-hour support services are available for all customers. All P1 issues are given 24 x 7 365
coverage by our global teams. Please review your support contract or current product support offerings
at the Marketing Cloud Support Site for more information.

1.3 Contacting Adobe Campaign

Adobe Campaign customers can contact our technical support team on the web through our self-service
portal, or via email or phone. All requests are recorded as support tickets into a single and centralized
ticketing system, accessible online.

We strongly recommend our customers to use the web portal to log tickets, to avoid any delay.

1.3.1 Web-Based support:

Technical support via our web portal is available to all customers with an active support contract. Our
self-service portal provides fast and easy access to all your technical support issues. It allows you to
add a new issue, or update and monitor the status of an existing issue. Each issue is associated with a
unique number for reference and tracking purposes. Each customer contact with an active support
contract is provided with a login ID and password.

To obtain your login and password, simply email us in support and we will set one up for you, in
accordance with your Support contract.

Send us the following:

company name
complete contact name
email address
phone number
job title

Once the login and password are sent, they can be entered on the main support portal page:

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 1.3.2 Email and Phone Channels
The contact information for Campaign support for both phone and email are listed in Appendix One of
this document. We keep that part of the document updated annually, to ensure that our customers
have the most recent contact information.

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 2 Support Organization
2.1 Overview
Adobe Campaign Support Organization is worldwide, and has offices to support our customers in 24 hours a day,
7 days a week. Our teams work closely with other teams within the Adobe Services and Engineering
organizations to ensure seamless support and resolution of issues.

2.2 Support Team

Support consultants provide the entry point for all requests across four (4) different geographic
Support Centers, located in Europe (France and United Kingdom), in North America(Boston) and in
the Asia-Pacific region (Noida, India). They are also responsible for triage and troubleshooting of all
incoming issues as well as the resolution of over 90% of our incoming support requests. This can
include but is not limited to the following:

To qualify the incoming requests as relevant to the technical support of the product
To request additional information from end-users (screenshots, system or log files, reproduction
steps...),
To analyze symptoms and propose troubleshooting plans to resolve the issue
To complete the reproduction steps of a suspected product defect
To provide troubleshooting guidance, solutions and workarounds to complex issues, and fixes for
known bugs,
To answer questions on product design, architecture, and best practices
To alert the Training team when they identified an opportunity for enablement

To engage other teams when needed to address issues with hosted services, product
limitations, or implementation challenges
To identify and create enhancement requests (ER) for review by the product management
team.

2.3 Escalation of Issues

Once an issue is opened and progress has been made on it, circumstances around the original
reporting can change due to business needs or further research. In these cases, we offer an
escalation path for our customers. By sending an email to dmaescalations@adobe.com or calling
our main support line, a customer can request that a ticket be escalated.
Handling of Escalated Incidents: An escalated ticket will be reviewed by a support manager or a duty
manager for gaps in information, miscommunications, and other factors which can contribute to less
than satisfactory service. An email or phone call will follow up the request for escalation, with
acknowledgement of the request, and request for further information around the business impact of
the issue reported. In parallel, the support engineer responsible for the ticket will raise the priority
of the issue one level, or to the level requested by the customer and begin a process of accelerated
troubleshooting and solution development.

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 3 Adobe Campaign Support Process

3.1 General support information

The Adobe Campaign Technical Support team will attempt to resolve all reported issues as quickly as
possible. When the issue is resolved, information will be documented as a history line, and the ticket
will be closed.

Issues are typically kept at the default priority of Important (3), but might be reclassified by Adobe
Campaign Support Consultants according to the content of the request.

If a different priority is needed for an issue, then the priority is agreed upon between Adobe Campaign
technical support and the customer. The priority determines the level at which the issue will be worked,
who will be contacted and how often. Here are the levels that are used at Adobe Campaign for all issues
from all sources (that is, telephone web, voice mail, and e-mail).

3.2 Types of Issues

As a baseline we provide the following definitions of issues:

3.2.1 Critical issue (Priority 1)

The problem results in extremely serious interruptions to a production system. It has affected, or could
affect, the entire user community. The customer shall call Adobe Customer Support for all critical priority
1 issues.
Tasks that should be executed immediately cannot be executed because of a complete crash
of the system or interruptions in main functions of the production system.
Data integrity is compromised and the service request requires immediate processing as the
issue can result in financial losses.
In a desktop application, whether part of, or independent of a solution, the issue is at risk of
creating imminent financial losses due to missing critical project deadlines or deliverables.
3.2.2 Urgent issue (Priority 2)
The problem results in serious interruptions to normal operations, will negatively impact an enterprise-
wide installation, urgent deadlines or at risk.
In a production system, important tasks cannot be performed, but the error does not impair
essential operations. Processing can still continue in a restricted manner, and data integrity
may be at risk.
In a pre-production environment, the problem hinders deployment of an enterprise installation.
In a desktop application, meeting urgent project deadlines that have a financial impact are at
risk. The service request requires timely processing, because the malfunction could cause
serious interruptions to critical processes or negatively impact business.

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 3.2.3 Important Issue (Priority 3)
The problem causes interruptions in normal operations. It does not prevent operation of a production
system, or there could be minor degradation in performance.

The error is attributed to malfunctioning or incorrect behavior of the software. The issue will
affect a pilot or proof-of-concept deadline in a development environment.
In a desktop application, meeting important project deadlines may be at risk.

3.2.4 Minor Issue (Priority 4)

The problem results in minimal or no interruptions to normal operations (no business impact). The
issue consists of "how to" questions including issues related to APIs and integration, installation and
configuration inquiries, enhancement requests, or documentation questions.

When a support issue is initially submitted by a customer, Adobe Campaign assumes that the customer
has made their best effort to select the appropriate priority level. As Adobe Campaign and the customer
work on the reported issue, it may become clear that the priority level should be changed. If the
customer wishes to change the priority level, they should contact their technical support engineer and
request the change, and provide an explanation for the request for a change. If in reviewing the issue,
the Adobe Campaign technical support teams analysis reveals that a change in priority levels is
consistent with the definitions above, Adobe Campaign will change the priority level and notify the
customer.

Adobe Campaign support will thoroughly troubleshoot all issues and requests. If the qualification and
analysis reveal that the root cause of the issue or the request is related to the implementation of the
instance, the Customer can choose between addressing the issue on their own or leveraging our
Services resources (Adobe Campaign directly or a Partner) to develop a solution.

3.3 Submitting an issue to Adobe Campaign

To submit a new issue to Technical Support, email the technical support team at the email address for
the appropriate contact center in Appendix One. Alternately, customers can login to our Support Portal
and open an issue.

1) To open an issue online, login to our Support Portal, provide your current user login and password.
Then follow the steps below:

a. Go to the menu on the top of the screen, click on the Open a new support ticket link.
b. Select your customer name, your name as the requester, and any environment associated with
the issue.
c. Provide a short description of the issue in the title line.
d. Select the priority according to the definitions listed in this document.
e. Enter in the Console (client) build number, and the Adobe Campaign server build number. The
Build number can be found by going to the Help About menu in your client, both the client and
server build number are listed there.
f. Provide as thorough a description of the issue as possible and the steps to reproduce it.
g. If there are files that assist in demonstrating the issue, they can be attached to the issue to
clicking on the click here to upload documents link.
h. Please ensure that your description of the issue includes the following information:

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 A technical description of the issue you are reporting,
The version of Adobe Campaign installed on the machine(s) that is demonstrating the
issue,
The primary technical point of contact for communication for the issue. A backup technical
contact is always helpful, but not required.
i. Then click on the Create button. Once an issue is created successfully, the screen will
automatically refresh and display the ticket number, and the description entered when the issue
was created.

2) To open an issue via email, please include the following information:

a) A technical description of the issue you are reporting,

b) The version of Adobe Campaign installed on the machine(s) that is demonstrating the issue,
c) The workflow or other component that is associated with the issue,
d) The contact information for the primary technical point of contact for communication for the
issue. A backup technical contact is always helpful, but not required.

All issues will be responded to via email by default. If phone contact is preferred as a method of
response, please include a phone number and the contact name to which the number belongs.

All subsequent emails on the new issue will contain a subject line that contains the ticket number and
the title of the issue. Replying those emails and leaving the subject line intact will automatically insert
the text of the email into the issue.

Important: When selecting priority, please follow the priority guidelines in the latter part of this
document. If in reviewing the support issue, Adobe Campaigns analysis is that a change in priority level
is consistent with the priority definitions, Adobe Campaign will change the priority level and notify the
customer.

3.4 Viewing Status or Updating a Support Issue

To view current status or submit any updates to an existing support issue, customers with an active
support contract can login via our Support Portal by providing a current user login and password.

The main page will list the current open issues that you have reported. Click on the ticket ID and a new
window will open up displaying the history, configuration, and current state of your ticket.

Once the ticket data window is open you can perform the following tasks:

Update: Clicking on the update link will add your comments to the issue, and send a notice to
the issue owner and anyone watching the issue.
Upload a file: Allows you to attach files related to the issue to the issue, and it will notify the
issue owner.
Change the Build number, status, or environment: changing these fields will notify the ticket
owner.

3.5 Issue Resolution

Much of this document makes reference to resolution. At Adobe Campaign, resolution of an issue can
mean the following:

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 3.5.1 Immediate Resolutions
the Customers question is answered,
the Customers problem is solved by an existing maintenance release,
the Customer solves the problem by following the engineers instructions,
the Customer is given a sustainable workaround, which solves their problem, and they agree
that the issue can be closed.

3.5.2 Intermediate Resolutions

The issue is a potential software defect (bugs) in a Adobe Campaign product. Examples of potential
defects include, but are not limited to:
a) Functionality is changed between product versions without being properly documented,
b) System crashes that are not the result of a configuration error,
c) Product not functioning as documented in user manuals/requirements documents and other
supporting documents,
d) Operating System incompatibility for supported OS versions.

Engineering reviews the issue and determines how to best correct it. Engineering works with technical
support to determine whether the issue requires an immediate fix, or whether the issue will be
addressed at a later date and included in a future major release or a maintenance release (also known
as a build). Once the action plan has been determined, Technical support communicates the plan to
the Customer.

Engineering addresses issues within their scope of control. The work on all issues being addressed in
R&D is done according to the issue priority.

Once the maintenance release has been tested and validated through our Quality Assurance
department, it will be sent to the customer for confirmation that it has solved their problem. Then the
issue will be closed.

If the customer is unable to install the maintenance release in standard priority timeframes, the issue
may have its priority downgraded. If a customer is unable to validate a fix within a certain period of time,
they may be contacted to request closure on the issue until the fix can be validated. If this occurs, the
customer will always be given the opportunity to reopen/reactivate an issue at a later date should there
be a question on the maintenance release.

3.5.3 Non-Immediate resolutions

Some issues are not immediately resolvable by Adobe Campaign. Examples of these types of
resolutions are:

Customer problem will be addressed in a future product release

Issues that cannot be addressed by the maintenance release process, usually due to scope, will be
entered into the current development database for inclusion in the next viable product release. These
issues will be referenced by the issue number and assigned an open status. Please see the status
definitions later in this document for further details.

Additionally, an alternative solution may be provided to the Customer so that short term progress can
continue to be made.

Documentation Change

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 The issue results in a change in a current Adobe Campaign user manual or online help. All
documentation issues will be opened in our ticketing system and reviewed by the Documentation
department.

Enhancement Request

The issue is determined to be a desired feature that is currently not in the Adobe Campaign product.
This type of issue is changed from a support issue to an enhancement request (ER).

Non Adobe Campaign Product Problems

There are some cases where Adobe Campaign will not be able to resolve an issue because it falls
outside the scope of the Adobe Campaign product. In this type of situation, Adobe Campaign technical
support provides our best effort to suggest a course of action to resolve the issue. Once the customer
has agreed to the next course of action, the issue will be closed.

Third Party Products and Operating Systems

Adobe Campaign Product Management will evaluate each new release of any major third party product
or operating system on a case-by-case basis and issue a statement regarding when this new version
will be supported.

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 3.6 Status Definitions

Ticket status

Open A support issue is in this state when first submitted.

Assigned The support ticket has been assigned to somebody from the Support
Team.

In Progress The status changes to In Progress when someone from Adobe

Campaign is actively working on the issue.

Waiting for Customer The progress of the issue is blocked waiting on further information from
Information the customer.

Waiting for defect fix The issue has been defined and validated as a bug in the product,
Engineering is working on providing the fix.

Waiting for Build The fix has been provided by engineering and it is waiting on the next
Release maintenance build of the product to be released, after the QA validation.

Waiting for Build For On-Premise instances, the build has been released and made
Deployment available for the Customer or Partner to deploy it.

Soon to be Closed A solution has been sent to the customer and is awaiting verification and
approval from the customer before the ticket is closed, or the customer
has requested ticket closure.

Closed The technical issue has been resolved or the customer did not respond
to requests for information or validation within the time frame associated
with the issues priority.

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 3.7 Progression of Issues

The order in which the status indicators are listed in the prior pages is close to representing the typical
progression of an issue from initial report through to resolution. All issues are automatically tagged with
a status of "Open" when they are filed. Technical Support engineers are the first ones at Adobe
Campaign to review issues (at which point the issue changes status to In Progress). They will do one
of four things.

1) They may see that more information is needed to analyze the problem, note what information
is needed in the issue and change the status to Waiting for Customer Information" until more
information is provided by the customer.

2) They may determine that this issue warrants review by other technical teams within Adobe
and delegate the issue to one of those teams. If this happens then the issue status stays In
Progress, indicating that someone in Adobe Campaign is actively working on the issue.

3) They have all the necessary information to try reproducing the problem and the status stays
"In Progress" as well. If the issue cannot be reproduced using a standard Adobe Campaign
instance and the steps to reproduce provided in the ticket, you can provide us with remote
access to your servers/computers to enable troubleshooting and to minimize resolution time.

4) Or they are able to answer the question if the answer does not require any code changes,
and changes the status to Soon to be Closed or Waiting on Customer Information depending
on the complexity of the solution.

Once an issue has been delegated to another technical team, then that team reviews it, and assigns it
to an appropriate engineer.

When the engineer reviews the issue, they may do one of three things:

1) Evaluate it, determine they have enough information to reach a resolution.

2) Evaluate it, determine that more information is necessary, list what information is necessary
in the issue and notify the technical support engineer to request that information from the
customer.

3) Evaluate the issue, determine that it isnt a bug, and then notify the technical support to
convey their results to the customer and work the issue until it is resolved.

After an Adobe Campaign engineer has evaluated an issue and has determined that enough information
is available, the engineer will work on a fix for the error.

If the issue is determined to be a bug in the product, a fix is produced and released in a maintenance
build. After the build in which the fix has been integrated is delivered as a Release or an Update to the
customer, then the issue status is changed to "Waiting on Build Deployment".

In the case of a Priority 1 or Critical issue, the Adobe Campaign R&D team will work with Adobe
Campaign Technical Support find the most appropriate solution for the customers needs.

3.8 Customer inactivity

Some issues cannot progress without information from the customer. Once contact has been
established and validated by a return email from a customer, we will continue to pursue troubleshooting

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 that issue until we have made three attempts without receiving a response. Each email attempt will be
made no less than three days apart, to allow the customer sufficient time to respond. If no response is
received within that time frame, the issue status will be changed to closed.

If this status is found to be in error by the customer, then the issue will be re-opened when the customer
has provided the necessary information needed, and work on the technical issue will promptly resume.

3.9 Handling exceptions in the process

Adobe Campaign technical support engineers take our customers satisfaction very seriously. We make
every effort to ensure that your issue is handled, explained, and resolved to your satisfaction. However,
there are times when the circumstances surrounding an issue change, and the issue needs a higher
priority than it was originally given.

In these issues, we try to work with our customers to re-set the issue priority to ensure that the issue is
resolved according to the needs of the customer.

The path for escalation is to send an email to dmaescalations@adobe.com, or to call the main support
line and request that a ticket be escalated. When using either of these channels, please include the
necessary information about the issue in question. The duty manager will then engage the necessary
people in order to ensure that it is resolved quickly and efficiently.

If an issue is not being handled to your satisfaction, feel free to contact the Technical Support Manager
by email.

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 4 Adobe Campaign Support Commitments

4.1 Response times

The Adobe Campaign Technical support team strives to do its best to answer questions or solve issues
within a very short time. During normal business hours our internal processes for handling issues follow
the response and update timelines listed below:

Response times Priority Response Times

P1 30 minutes
P2 1 hour
Response
P3 4 hours
P4 1 business day

Link to external Adobe Policies page: Digital Marketing Support SLA Policies

Response

A response can be defined as a phone call or an email that confirms that your request has been received
by one of our technical support engineers and is being troubleshot. The response may include a request
for further information to help in isolating the issue.

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 4.2 Remote maintenance program

If the issue cannot be reproduced on Adobe Campaign's premises, you can benefit from the Adobe
Campaign Remote Maintenance Program, which enables the Adobe Campaign Support Team to
directly and remotely access your software and hardware infrastructure in order to facilitate investigation
and problem solving.

The Customer can choose one of the following remote solutions (non-exhaustive list): Adobe Connect
Remote Desktop Connection, Remote Assistance (Full Control),etc.
In this latter case, the response times listed below start once you:

Provide full remote access to your database server and computers to Adobe Campaign
engineers,
Or give a copy of the database (dump) to Adobe Campaign for analysis.

4.3 Adobe Campaign Self Help

In addition to our Support Team, we also offer several documents full of information to help you resolve
most issues: core documentation set, procedures, whitepapers, FAQ, accessible from the Support
Portal.

We encourage you to consult these resources before contacting support with your questions.

Available documentation
Please refer to our Support Portal to find the full set of documentation for the version that you are using.
Note the name of each manual may vary according to each version.

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 5 Best practices

Our experience with Adobe Campaign has given us some insight into the best ways to use our product
to get the most return on investment from your development. Here weve listed some organizational
and process best practices for working with Adobe Campaign.

Name an Adobe Campaign Expert (and Skills Center for large organizations).

Inform Adobe Campaign about main contacts to receive information or alerts (technical
contact).

Ensure any internal documentation on the application is present and updated.

o List all your critical workflows, imports, etc. (an example form can be provided).
o Specify and document all changes.

Implement any change or evolution on a DEV environment first.

o Not directly on the PROD environment.

Dont put your application in production without full UAT (User Acceptance Testing) and tests
on a TEST or PRE-PROD environment.
o UAT and tests scripts well performed and available for future migration.

Keep your Adobe Campaign systems on the current maintenance build:

o We suggest that once a quarter your Adobe Campaign Expert review our change logs,
which are available on the Support Portal, and plan to install the latest build on all
Adobe Campaign instances starting with DEV or TEST.

Train your new users when they come on-board.

Ensure that Adobe Campaign Support has remote access to your production system. In our
experience, providing a solution may take more time if the Adobe Campaign Support teams do
not have access to the production instances.

Provide Adobe Campaign Support with a documentation of your most critical business
processes to help them understand your functional constraints.

Customers often need a plan to cover potential implementation issues that occur after the final
deliverable acceptance. For Fixed-Price projects after the warranty period (if any has been
negotiated) and Time-and-Materials (T&M) projects, we recommend that our customers work
with their integrator (Adobe Campaign or a Adobe Campaign Partner) to determine which post-
deployment solution will best meets their needs.

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 5.1 A checklist before calling

A ticket will be registered as soon as Adobe Campaign receives Level 1 notification by telephone, e-
mail or via the Support Portal mentioned above.

In order for the issue to be correctly registered, the following information must be provided:

Customer identification

Company name
Full name of the contact
A phone number to call back the contact person

Configuration used

Version and Build number

Environment facing the issue (Qualification, Production, ), operating system and version
Database system and version
Product language

Issue description

Detailed description of the issue

Step-by-step instructions to reproduce the issue, and a description of the actual and expected
results
Wherever possible, supporting information to reproduce, understand and troubleshoot should
be provided: screenshots, trace files, log files and specific error messages
Date on which the issue first arose, possible related causes, the last known date before the
issue occurred, the frequency (e.g. every morning) and the trend (e.g. worsening, stable,
improving)
List of actions already performed and the results obtained. Any quantitative information related
to the issue (e.g. number of deliveries concerned, volume of data, etc.)

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 6 Appendixes

6.1 Appendix One - International contact details for Adobe

Campaign Support

Adobe Campaign support can also be reached via the Adobe Support Central numbers which can
be located on our Customer Care Contact Site: Digital Marketing Support

Alternately, each Adobe Campaign customer has the option of contacting their local Support Centre
directly, usually located in the same geographical zone, unless stated otherwise. We recommend our
customers to check their contract before contacting any Support Center.

Support Centers UK (London) FR (Paris) US (Boston) APAC (Noida)

United Kingdom, France, Belgium, USA, Canada, China, Singapore,

Typical zone
N. Ireland, Switzerland, Mexico, Hong Kong,
coverage
Iceland, Spain, Brazil Australia,
9:00AM 6:00PM
9am-6pm UTC 9am-6pm UTC +1 9am-8pm UTC-5
Office hours UTC + 7
Monday-Friday Monday-Friday Monday-Friday
Monday-Friday

Languages English, German English, French English English

Phone number 0800 169 0454 0805 540 755 +1 800 497 0335 +33 (0) 182 28 55 47

Support-US-
support- support- support-
neolane@adobe.
Email address neolane@adobe.c neolane@adobe. neolane@adobe.
com
om com com

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